So, you have decided to hire an outsourcing provider. Congratulations! Now, you will be able to save time, money, and focus more on your goals as a company. The harder part though, is to pick the outsourcing partner or provider you will be working with.
This stage is crucial as it can make or break every great thing you imagined for your company. But don’t worry, we are here to help! These tips may look like basic knowledge but these are usually the ones companies fail to look at.
Significant Experience
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Sometimes when companies try to save costs, they would usually choose a cheaper provider than an experienced one. It is a must to look for a partner that has gone through every process of starting out, growing their market, and eventually making it big in the industry.
Aside from choosing an outsourcing partner that is knowledgeable in the industry, make sure that you also check its pool of talents. There can be scenarios where the provider has been operating for 10 years but its people don’t have much experience.
In a nutshell, here are the things you need to consider before signing a deal.
- Number of skilled and experienced professionals/talents
- Positive work ethic
- Track record of clients served
- Track record of outputs or projects done
- A positive reputation in the industry
Aligned Goals
Working with a partner means that they should not just be an expert in the industry you both are in. It also means that they clearly understand your goal and wish to help you achieve that. This applies to all parts of your business such as customer retention, employee engagement, improved products and services, and so on. When you and your partner share the same vision and mission, they won’t just provide help but they will encourage your growth as well.
So, don’t just look for an outsourcing partner that knows the ins and outs of the industry. Look for one that can foresee the challenges you might encounter. You don’t want a company that will just work FOR you. You want someone who will work WITH you. As the saying goes, “above and beyond”. Carefully find a trustworthy partner that will not hesitate to go beyond what their job requires.
Resources and Technology
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An outsourcing companies’ available resources and technology are two major points you should not exclude. If the infrastructure, equipment, software are not high quality, you are looking at a possible problem in the span of your partnership. A good pool of talent is a must. But when partnered with a reliable technology that can maneuver all your needs, projects can be done efficiently and effectively.
Take into consideration an outsourcing partner that has its own up – to – date systems. Make sure that their tools can deliver even the most complicated tasks that might come long along the way.
Aside from the tools, you should also look into the vendor’s capacity to secure the data and projects you will be working with. Ask for the legal security certifications that were given to them. Examples of these are PCI DSS, SOC 2, and HIPAA certifications which indicates a companies’ strict compliance in data security.
Communication and Cultural Fit
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Outsourcing, whether offshore or onshore, can be a challenge especially when you hire a team that don’t speak your local language or English. This is specifically true in call centers. Since agents and customers are always conversing, you should look for talents that have less to no accent, easy to understand, and have cultural connection. According to Transparent BPO, it only takes 15 to 30 seconds to achieve success when communicating with customers. This crucial period will be lost once the agents are not versed in English.
Costs and Expenses
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One of the reasons why companies outsource is to cut operational costs and expenses. Hiring an outsourcing partner will solve your money problems. Before hiring a provider, make sure to compare different computations from different vendors. There are some who will give your more discounts if the contract lasts longer. While there are those who will offer packages such as free customer service operation for 6 months, and so on.
You should also consult with the company if a fixed project feature is available. This will save more for you rather than when you pay a per week or per day basis. If this is not available, it will be your task to compute how much you will need to pay each person you hire on your team and staff training that may come along with it.
Government Supported
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A government supported industry, no matter what it is, is most likely to thrive. When the economy of the country is stable, the availability of communication, technology, and infrastructure is also steady. This means that your provider will be in a better position and can give you quality service.
A good example of a country where outsourcing providers are supported by the government is the Philippines. Since outsourcing companies are very in demand, infrastructure and policy development are being facilitated by the state. They also partner with different educational institutions that will train individuals for this kind of business.
According to the Philippines Economic Update by the World Bank, the Philippine economy is poised to grow at 6.4 percent in 2019 and 6.5 percent in 2020 and 2021. Moreover, and article by Time Doctor said that experts predict that by 2022, Filipino BPO services will cover 15 percent of the total global outsourcing market. The industry is also expected to grow 9% annually for the next five years.
Proper selection of an outsourcing partner can be time taxing. It’s quite a hassle to the point that you may just skip looking at these qualities and just hire a company that offers the cheapest package. Don\’t do that! Rather, take a good look at this selection criteria so you can ask the right questions regarding the help you need.